If you focus on one thing in your business make it this….
Your customers! Do you go out of your way to build relationships and show the customer just how much you care? Do you track and act on the feedback you receive? Do you use the feedback to help grow...
View ArticleGet talking and listening!
Today, you can change your customer experience. Today, you can change your customer service. Today, you can start earning great word of mouth referrals. So, what is stopping you? These three points...
View ArticleGoing the extra mile!
How many businesses truly go the extra mile for their customers? Well, it’s actually still very few, but it is improving, slowly. There are a few who excel in going the extra mile for their customers...
View ArticleThe moaner lisa!
All employees should be able to bring business issues to you, or even have a good moan about them. Constant moaning from an employee is draining to both owners and other employees. This will also work...
View ArticleAre you neglecting your returning customers?
You will probably find a large percentage of your business will come from returning customers. These customers are gold dust. It amazes me how many businesses still neglect these customers. Here are a...
View ArticleIs the freebie hurting your business?
I had an interesting conversation this morning with a business owner, who said he was offering his services for free as a promotion, but he had failed to attract the right clientèle, instead he got...
View ArticleDon’t make this sports brands mistake!
I walked into a Reebok store a few weeks ago. I really like the changes they have made to their sportswear recently. Looking through the store, I picked up a pair of trainers and asked the shop...
View ArticleDon’t make this restaurant’s mistake!
Walking into Carluccio’s for breakfast with my family, should have been a good experience. Sadly some of the basics were missing. There was no smile and a simple good morning. There was no showing us...
View Article5 components you need in your customer journey map
1 The customers prospective Think over your customer journey, does it really represent all of the interactions your business has with the customer? Is it exactly how the customer experiences it? Keep...
View ArticleLessons I learnt from Wentworth’s world class concierge
A few weeks ago, I had the privileged of catching up with an old friend, John O’Brien. John has always had the instant ability to put people at ease, and welcome them as if they are part of the...
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